【文章內(nèi)容簡介】 ssons ? Segmentation objects – DNIS, generic ? Reusable interaction data – =UData in SB ? Attaching data – Attach is a function in IRD ? Reusable routing rules – load balancing, statistical distribution ? Selection object – ~TargetSelect, TargetList in SB Reusable Objects (1 of 2) ? Define once, accessible from all strategies ? Characteristics similar to variables – Property changes propagate automatically to strategies referencing the objects – Renaming, however, requires replacing the reference to this object – Search and replace capability will be available in later release ? Interaction Data – Data dictionary of UData data key, eg. Account_balance, LastName – Defines valid values in drop down list ? Routing Rules – Force, load balancing, percentage allocation, service level, statistic distribution, goto strategy – Each rule is defined by a set of parameters that are fixed – For variable expressions (Balance10,000), use the general select object Segmentation Object ? A switching statement ? Supports multiple outputs ? TOD, DOW, Date, DNIS, ANI switch – Highlevel objects replace use of expressions in SB – Example read: ? If DNIS=1111, send call to 1st output port ? If DNIS=2222, send call to 2nd output port ? If none of the above, send call to red port (default case) ? Generic switch – Use expressions to define conditions ? Business switch – Use business rules to define conditions Icons and Foundation Objects Dockable icon sets for constructing strategies Icons to access view for reusable foundation objects Treatment Icon Sets ? Identify the customers ? Who are they? What they want? – IVR – Collect digits – Music, Ring back, Busy, Fast busy, Silence – Text to speech, Text to speech and digit – RAN – Cancel call – Play announcement – …. Database wizard ? Identify the customers ? What’s their value? What’s their preference? – Create select statement – Invoke SQL stored procedures – Invoke custom procedures – Automatically assign output to variables or attach to the interaction Segmentation icon sets ? Segmenting the customers/business scenario ? When? What number did they call? How do I group my customers? – Generic – Date – Time – Day of week – ANI – DNIS – Business Routing Icon Sets ? Distributing interaction to targets ? How shall the customers by serviced the customers? – Service level (reusable routing rule) – Load balancing (reusable routing rule) – Percentage allocation (reusable routing rule) – Statistics (reusable routing rule) – Switch to strategy (reusable routing rule) – Force (reusable routing rule) – Default – Selection Miscellaneous Icon Sets ? Flow control and others – Entry – Exit – If – Assign – Function – Error handler Routing Criteria ? Telephony Data – ANI, DNIS, IVR input or CED ? Customer Profile – Enterprise application data sources: Database, CIS, ERPs ? Call Center Business Conditions – TOD, DOW, stock market price, weather ? Resource Factors – Call volume, Agent availability, Statistical information ? Agent Profile – Relationship to caller (last agent or personal agent) – Skills and proficiency – Dynamic, virtual agent groups Types of Routing ? Customer interactions (telephone calls, webrequests, s) can be distributed based on business rules utilizing: – Agent skills – Database content (customer profile, market value, last agent, ect) – Call center or business statistics – IVR or other application data Routing Targets ? A customer can be routed to many different resources including: – Agents – Agent Groups – Places – Place Groups – IVR Port – DNs (Extension, ACD Queue, Route Point) or external phone numbers – Switch Treatment Routing Keyword Examples ? Always – Unconditional ? ANI – Automatic Number Identification ? DNIS – Dialed Number Identification Service ? CallType – ? CED – Caller Entered Digits ? Dest – ThisDN (TEvent Structure) ? Orig – OtherDN (TEvent Structure) ? Day – Day of the Week (Monday – Sunday) ? Date – Mm/dd/yy or mm/dd/yyyy ? Time – 24 hour format – hh:mm Routing Keyword Examples Routing Logical Operators ? Combination Operators amp。 And | Or ? Comparable Op